Priory Wellbeing Centre-Harley Street

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

At our last assessment we rated caring as good. At this assessment the rating has remained good.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Patients reported that staff were respectful and helpful. Most patients praised the therapy staff and the medical staff. One patient described their therapist as ‘warm’ and ‘relatable’. Another patient described their doctor as being ‘holistic’ and supporting them with their dual diagnosis.

Patients described staff as discreet and responsive, providing patients with help, emotional support and advice at the time they needed it. Patients said staff treated them well and behaved appropriately towards them.

We observed staff talking about patients in thoughtful and respectful way. Staff demonstrated and encouraged optimism in their recovery journey.

Staff supported patients to understand and manage their care, treatment or condition. Patients told us that staff explained their treatment options to them as well their condition and diagnosis.

Staff directed patients to other services when appropriate and, if required, supported them to access those services. Staff shared information with patients’ GP to provide consistency in care. Patients told us about being referred to therapy within the service and finding this very useful.

Staff understood the individual needs of patients, including their personal, cultural, social and religious needs.

Staff maintained the confidentiality of information about patients. Staff ensured their systems were confidential. Staff communicated with patients in a way that respected their privacy. Staff only shared information if they patient was at risk or for safety purposes.

Staff said they could raise concerns about disrespectful, discriminatory or abusive behaviour or attitudes towards patients without fear of the consequences. Staff said they felt able to raise concerns with their manager.

The service treated people as individuals by tailoring care plans and offering flexible appointments.

Staff adjusted support for patients where needed. Staff ensured disabled people could access the premises and offering remote appointments when necessary.

The waiting area displayed a poster explaining how patients could give feedback. Staff also offered information on treatments, patients’ rights, and the complaints process. Leaflets were available in languages commonly spoken by patients, and staff arranged interpreters when required.

However, patients told us they were unsure how to provide feedback on their care. The provider recently ran a patient survey, which closed at the end of September, and the results were being collated at the time of our assessment. Twelve patients responded to the survey.

Staff ensured that patients had access to appropriate spiritual support.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to maintain relationships and networks that were important to them. Staff informed and involved families and carers appropriately. Care plans showed where staff had engaged with patient’s families to provide them with support.

Records showed staff involving families in their loved one’s care and treatment. For example, patients having the support of a close friend or relative during their treatment as required.

There was a range of appropriate equipment to support and maximise people’s independence and outcomes from care and treatment.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff were alerted to people’s needs and took time to observe, communicate and engage people in discussions about their immediate needs. Staff responded in an appropriate way to respect their wishes.

Staff responded promptly when patients required urgent support, using appropriate tools and technology to assist. Patients told us they could easily contact staff when needed, and staff offered remote consultations at short notice to ensure timely care.

Staff were aware of and dealt with any specific risk issues, such as being distressed, and care planned for these accordingly. They also conducted and documented welfare checks when patients missed appointments.

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff felt positive and proud about working for the provider and their team.

Staff had access to support for their own physical and emotional health needs through an occupational health service.

Staff sickness levels were low over the last 6 months. There was no recorded staff sickness in May and September 2025. June 2025 had the highest rate at 3%. This indicated minimal disruption to service delivery.

Staff appraisals included conversations about career development and how it could be supported.